The player from Austria was unable to log into her casino account after experiencing issues while playing. Although she had followed support's suggestions, the problem persisted, and she received no further assistance, which prevented her from withdrawing her €140 balance. The Complaints Team attempted to gather more information to understand the situation but received no response from the player. Consequently, the complaint was closed due to lack of communication, with the option to reopen it remaining available should the player decide to engage again.
Lemon Casino - Player's account access is delayed.
Closed
Our verdict
Player stopped responding
Amount: €140
Lemon Casino
Safety Index:Very highCase summary
Discussion
Public
Public
1 month ago
Translation
I've been playing at this casino for several months, and since yesterday I suddenly can't log in to my account. I was playing yesterday and had a balance of €140. Then I started having trouble starting games, and support recommended clearing the cache, which I did. After that, I couldn't log in at all. I contacted support several times; they replied once with the same solution as yesterday. I've tried all their suggestions, but nothing works. It's clearly a problem with my account, and support is no longer responding. As a result, I can't withdraw my money. I've already spent several hundred, if not thousands, of euros at this casino.
Automatic translation:
Public
Public
1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 month ago
Dear Jacqui1007,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Public
Public
1 month ago
Dear Jacqui1007,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
